RETURN & CLAIMS POLICY
Effective date: 01-10-2026 · Applies to all purchases made directly from Shine Haute
1. Our Promise
At Shine Haute, we want every customer to feel confident buying from us. If something is wrong with your order, we will make it right quickly and fairly. To protect that promise for all customers, every return or claim is verified before it is approved.
2. Eligibility for Returns
A return is eligible when all of the following are true:
- The request is made within 03 days of the delivery date shown by the carrier.
- The item was purchased directly from Shine Haute, with a valid order number.
- The item is unused, in its original packaging, with all tags, seals and accessories intact.
- The request is submitted through our official return portal or support email: hello@hinehaute.com.
Non-returnable items: opened or used personal-care products, final-sale or clearance items, gift cards, and custom or personalised orders, unless they arrive damaged or incorrect.
3. How to Request a Return
- Submit a return request with your order number and the contact details used at checkout.
- Select the reason: wrong item, damaged on arrival, defective, not as described, or changed my mind.
- Upload clear photos or a short video where the reason is damage, defect or wrong item (see Section 4).
- Wait for a Return Authorisation (RA) number. Returns sent without an RA number cannot be accepted.
- Ship the item with the RA number written on the package. Use a tracked service and keep your receipt.
4. Proof Required for Claims
To keep claims authentic, we ask for the following:
| Claim type | Evidence required |
|---|---|
| Damaged in transit | Photos of the outer box, shipping label, and the damaged item, within 48 hours of delivery |
| Wrong or missing item | Photo of the package contents next to the packing slip |
| Defective product | Photo or video showing the defect, plus a brief description of use |
| Item not received | Carrier tracking, plus a 48-hour wait after the “delivered” scan so we can check with neighbours and the carrier |
Evidence is reviewed by a person, not only by an automated system. We may ask follow-up questions.
5. Verification Process
When the returned item reaches us, our team will:
- Match the order number, RA number, SKU, and serial or batch code to our records.
- Inspect the item’s condition against the reason given.
- Confirm that the item returned is the same item we shipped.
We aim to complete inspection within 5–7 business days of receipt.
6. Refunds and Resolutions
- Approved refunds go back to the original payment method within 5–10 business days.
- Where appropriate, we may offer a replacement or store credit instead, but only with your agreement.
- Return shipping is free for our errors (wrong, damaged, or defective items). For change-of-mind returns, the customer covers return shipping.
- Partial refunds may apply if an item is returned used, incomplete or damaged by the customer.
7. Fraud Prevention
To protect honest customers and keep prices fair, we do not accept:
- Returns of items not purchased from Shine Haute.
- Returns of counterfeit, swapped, or altered items.
- Claims of non-delivery where tracking confirms delivery and no supporting evidence is provided.
- Repeated claims that follow a pattern of abuse across orders or accounts.
- Altered, edited, or reused images and documents as proof.
If we find a claim or return to be false or misleading, we may:
- Deny the refund or replacement.
- Limit or close the account.
- Decline future orders.
- Report the matter to the payment provider, the carrier, or the relevant authorities where the law allows.
We will always give you a chance to respond before we take action on your account.
8. Disputes and Chargebacks
If you are unhappy with a decision, please contact us first at hello@hinehaute.com so we can review it. We keep order, shipping, communication and inspection records to respond to any chargeback. Filing a chargeback for an order that has been delivered and refunded, or for an item you have not returned, may be treated as a false claim.
9. Contact
Shine Haute Customer Care
Email: hello@hinehaute.com
Hours: 09:00 to 17:00
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